How to reach AliExpress customer service?

Start with the dispute on the order page: **My Orders → the order → Returns/refunds**. That's where AliExpress makes refund decisions. For anything else, open the **Help Center**, go through the Eva bot and ask for a live agent. For a written record, AE_customerservice@aliexpress.com is reported as a fallback, but expect to be sent back to the dispute flow. Always quote your order ID and dispute number.

Can I cancel an AliExpress order after it ships?

Once an order has shipped, the cancel button usually disappears. Instead, wait for the item, or for the delivery estimate to pass, then open a **Returns/refunds** request. Choose *Item not received* or *Not as described*, depending on what happened. If the seller doesn't agree within about 5 days, tap **Escalate to AliExpress**. Before it ships, you can normally cancel from **My Orders**, and the refund goes back to your original payment method.

How long does an AliExpress refund take?

If the seller accepts your request, the refund is triggered right away and usually lands in **3 to 15 business days**. If AliExpress has to decide the dispute, expect a decision in about **7 to 15 days**, then **3 to 20 business days** for your bank or card to post it. If more than 20 business days pass after an approved case, contact live chat with your order ID and dispute reference.

What counts as a valid AliExpress refund claim?

Buyer Protection covers orders that **never arrived**, arrived **damaged**, or are **significantly different from the listing**, such as a wrong item, counterfeit or wrong size. Changing your mind isn't covered by Buyer Protection. However, EU, EEA and UK buyers can still use the 14-day statutory right of withdrawal, paying their own return postage. Evidence decides most cases. Film the parcel before you open it and take clear photos of any defects.

What if the AliExpress seller ignores my refund request?

Don't wait it out. Once the seller's response time (about 5 days) passes, tap **Escalate to AliExpress** in the dispute so a case worker reviews your evidence. If live chat stalls, ask for a supervisor or a Tier 2 review. If AliExpress still refuses, file a chargeback with your card issuer. UK credit card buyers may also have a Section 75 claim.

How do I complain to AliExpress?

AliExpress doesn't publish a dedicated complaints email. Put a formal complaint through the **Help Center / live chat** or the no-login complaints portal linked in the site footer. Write 'Formal complaint' at the top, then give your order number, what went wrong and the outcome you want. Keep copies. If that fails, your options are a card chargeback or Section 75 claim, then consumer-protection bodies or small claims.

Is there an ombudsman for AliExpress?

AliExpress isn't covered by a dedicated ombudsman, like most online retailers. If a refund or faulty-goods complaint isn't resolved through the dispute process, escalate through your **card issuer** (chargeback, or Section 75 for UK credit cards over £100). After that, contact your local consumer-protection body. EU regulators have previously obtained commitments from AliExpress to respect the 14-day withdrawal right and the 2-year guarantee.

Will a chargeback get my AliExpress account banned?

Treat a chargeback as a **last resort**. Use it only after the in-platform dispute and escalation have failed, or when AliExpress denies a clearly valid claim. Running a chargeback and an open dispute at the same time can confuse both processes. Gather the dispute decision, screenshots, tracking and photos first, because your bank will ask for them. Card issuers typically process chargebacks in about 5 to 10 business days.

REFUND GUIDE

How to Get an AliExpress Refund If a Seller Stalls.

AliExpress refunds are per-order, and their own policy gives you a 15-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified today against AliExpress’s own Terms · UK, US, and EU rights covered below

The short answer

These rules cover one-off marketplace orders only. AliExpress has no membership or subscription charge. Buyer Protection covers items that never arrive or don't match the listing. You usually have about 15 days after delivery is confirmed to open a refund request, and up to roughly 90 days from dispatch if the parcel never arrives; the countdown on each order page is the deadline that applies. EU/EEA/UK buyers also have a 14-day right to withdraw for any reason (AliExpress says the buyer pays return postage) and a 2-year legal guarantee against faults. Approved refunds take about 3 to 20 business days to reach your card.

Or let yoink chase the refund.

30 seconds to set up. yoink emails AliExpress, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What AliExpress actually says

“Your main EU/EEA/UK statutory rights include, among others, (i) withdrawal rights within 14 days; (ii) a minimum 2-year legal conformity guarantee right”
, verbatim from AliExpress’s terms

15-day cancellation window

How long does a AliExpress refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note AliExpress’s own policy works on a 15-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, AliExpress has ~45 days to defend. Works regardless of where AliExpress is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a AliExpress charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with AliExpress for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any AliExpress subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail AliExpress can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If AliExpress is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The AliExpress refund email

Email the right address
Use AE_customerservice@aliexpress.com, the route yoink has verified actually gets read for AliExpress.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi AliExpress team,

I'm requesting a refund for my AliExpress order (reference [order number], placed on [date], for [amount]). I'm within the 15-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for AliExpress

Under Buyer Protection, open a return or refund request within **15 days of delivery** from **My Orders → Returns/refunds**. In the EU, EEA and UK, AliExpress's terms also confirm a **14-day right of withdrawal** for change-of-mind returns; AliExpress says the buyer pays return postage. Some listings also offer free or domestic returns. These must be unused and in the original packaging. Check the listing's return badge before you buy.